Complaints Procedure

1. We provide both Financial Conduct Authority ('FCA') regulated services and non-regulated services. The Financial Ombudsman Service ('the FOS') has jurisdiction over complaints about our FCA regulated services.

2. Complaints may be made in writing, by e-mail, by telephone or in any other form.

3. Please address your complaint to:

Etico Group Limited
St. James House
Vicar Lane
Sheffield
S1 2EX

4. Alternatively, you can call 0800 975 7669 or email us at: complaints@eticogroup.co.uk and we will respond to your complaint as quickly and effectively as possible.

5. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside this time limit and we are still prepared to consider it.

6. Once we receive your complaint, we will send you a written or electronic acknowledgement within five business days.

7. In our acknowledgement, we will confirm:-

7.1 whether your complaint relates to an FCA regulated service or a non-regulated service; and

7.2 who at Etico Group Limited will be dealing with your complaint for you. Wherever possible, this will be someone who has not been involved in your matter and who will have authority to settle the complaint for you

8. Within four weeks of receiving your complaint, we will send you either:

i. A final response which adequately addresses your complaint;

or

ii. A holding response, which explains why we are not yet in a position to resolve your complaint and indicates when we will make further contact with you.

9. Within eight weeks of receiving your complaint, we will send you either:

i. A final response which adequately addresses your complaint;

or

ii. A response which explains why we are still not in a position to make a final response. In this response, we will give you a reason for our further delay and indicate when we expect to be able to provide a final response. If your complaint relates to an FCA regulated service, we will inform you in this response that you may refer the handling of your complaint to the FOS if you are dissatisfied with the delay.

10. Where we decide that redress is appropriate, we will inform you of this in our final response and provide you with fair compensation for any acts or omissions for which we are responsible.

11. Our final response concludes our internal complaints procedure.

12. If your complaint relates to an FCA regulated service and you are not satisfied with our final response, or if your complaint is not resolved after eight weeks, you may refer the complaint to:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Tel - 0800 023 4567
Visit - https://www.financial-ombudsman.org.uk/

Etico Group

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